What happened to phone support????

We needed to set aside development in Wrike during Covid  but have returned to it.  I benefited tremendously from the technical phone support from Wrike when I was doing the initial setup. But try as I might, I can no longer find the support number on the web site.  What is that number?

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Welcome to the Community, Thomas Klingman! 👋 Thank you for reaching out!

Phone support is available to all paid and trial Wrike accounts. You can check out the phone number at the top of this page if you're signed in with Wrike on the Community. 

I can also see that you submitted a callback request to our Support team and they called you within an hour, so that seems to be sorted out 👍

Please let me know if you have any other questions. If you'd like to know what this Community has to offer, please check out our New to Community forum 🤗

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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Why is there no longer phone support?

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Hey Becky Costello, thank you for your question! You may have missed our communication about it, but we've decided to phase out our inbound phone line so we can really focus on the most utilised channels.

We know some of you liked the phone line (which is why we kept it around longer than most), but don't worry, we've got plenty of other ways to connect:

  1. Web Form: You can find it on our website or through the “Submit a Request” link in our Help Center. We'll get back to you within 24 business hours.
  2. Callback Request: Still love a good chat? No problem! Just tick “call me instead of emailing” on the web form, pop in your number, callback time, and time zone.
  3. Live Chat: Need help pronto? Click on the chat bubble in the bottom right corner of any Help Center page. Just remember to sign in (though if your Wrike account is open in the same browser, we've got you covered).

We're making these changes to make sure we're giving our 2.4 million customers the best possible service. We also have a Premium Support option, please let me know if that could be interesting for your team.

Please don't hesitate to reach out if you have any further questions. We're here to help you every step of the way on your Wrike journey.

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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I no longer see the "call me instead of emailing" on the web form

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Hi Lena, thanks for letting us know. 

I've raised a ticket for you now and our team will be in touch shortly to check this out. 

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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Thanks, Elaine. Explicitly asking for a call back in the email thread also appears to not work - I've been asking for a call back via email since Friday, and have not even received acknowledgement of the request, besides the automated one.  Emails to my "Customer Success Managers" are also getting no response, and in the meantime I'm three days behind in designing a crucial Wrike Report.  Is anyone else experiencing degradation in the quality / timeliness of responses?

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Hey Lena, I'm sorry to hear that, this is certainly not the experience we aim to provide. I've followed up with the relevant teams who will be in touch shortly to help. 

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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Eliminating the phone was your worst idea. We pay you for something, and we have to wait a week before you respond? 

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Wrike support has done a nosedive.  Not only is there no phone option, email support is running on a 13-day backlog/delay before they even respond.  Here's an idea Wrike:  Either build a product that doesn't need as much support or staff your support team to provide something approaching adequate response times.  Crazy ideas!

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Hi Cesur, Brandon Larocque, we're sorry to hear that this has been your experience. Please be assured that we are working to improve this as we speak and that we are confident our response rate should resume to what you've come to expect very soon. If there's anything else we can help with here, please do let us know. 

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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I agree with others who are frustrated about the lack of phone support, and support in general. The responses via email can be slow. It seems clear that it's an offshore team that works overnight, so they aren't actually looking at questions in real time. Additionally, I had to give permission to connect to my system so that they could help troubleshoot. Giving permission should be an option the moment the ticket is submitted, not something that has to be requested by the support team after the fact. That alone contributes to more unnecessary delays. My case is the type of inquiry that should have been able to be resolved in a single call, lasting maybe 15 minutes. Instead, we're stretching this basic request for assistance out over several days. 

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Hi Steven Price, thank you for taking the time to share your experience here, this is not what we like to hear, but please be assured that we have taken your feedback on board. As mentioned above, we are working to address our response rate and we appreciate your patience a we work to improve this. If there's anything else we can help with here in the meantime, please do let me know. 

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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Just to confirm, as of March 2024, are the following statements true? 

  • It is impossible to speak to Wrike support over the phone. 
  • It is impossible to speak to a human being in live-chat for support in real time
  • The only method of customer support at Wrike is by submitting a request via the form, which results in overnight email exchanges for U.S.-based users

    If there are any exceptions to these observations, I would like some clear direction regarding how to access further assistance with the tool. I know that articles and online content exists - that's not what I'm looking for. I'm looking for real-time support with a human being. This is not a service Wrike offers, correct? 
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Elaine, you've spent 3 months on this thread responding with "We're really sorry", "This isn't the experience we want for you" and "We're working to improve as we speak".  The empty promises go back further than that in other threads.  Wrike currently has zero credibility that they are doing anything to make improvements.  Can you share SPECIFIC actions Wrike is taking to improve support and planned timelines for the same?  Anything short of that is lip service.

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Hi Steven Price and Brandon Larocque

Firstly, let me express our appreciation for your patience and your detailed feedback on the service you've been receiving from our Support team. We understand that each interaction you have with us is important and we are committed to improving this experience.

Steven, to address your concerns, as of March 2024, we do offer more than just the standard form-based support ticket system. Our chat service is live and is available for all authorized paid/trial users. Due to user authentication and privacy concerns, this service may not have been available to you previously because you were not signed in when trying to submit a ticket. In order to start a live chat, please ensure you are logged in to your account. You are correct in saying that we do not currently offer support over the phone and there are no plans to resume this at this time.

Brandon, I agree that words without actions can be frustrating, so please allow me to expand on some of the recent action we've taken to improve our Support offering. One of the key metrics we are working on is our First Response Time (FRT) in our support interactions. In the last three months, the data shows a significant upward trend in reducing this and we will be continuing to focus on improving this.  

We understand the need for timely and effective responses and will continue to work hard to improve your experience. If there's anything else we can help with here, please do let me know. 

Elaine Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Elaine Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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Agree the lack of phone support is an asinine idea.  Especially when your environment is down because Wrike despite renewing did not apply that renewal to our account and we are locked out of it.  We are now at the mercy of their ticketing system waiting on a response since we cannot even set a priority level to the ticket submitted. 

Absolutely horrible support experience for what is supposed to be an enterprise class product. 

 

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Hi Tim Scott, welcome to the Community! Thank you very much for sharing your concerns here - we appreciate all feedback, good and bad. After receiving your comment, I escalated the issue to our Support team leadership. I can see now that the delayed response from a Support agent was due to the fact that the issue had been resolved with your Account team at Wrike within an hour of you contacting us. Please rest assured that any urgent cases like access to the system interrupted are highlighted in our ticket queues to ensure a faster response. In cases where you need a quick resolution, we recommend reaching out directly your Account Team or CC them on the created tickets, just like it was done for your recent ticket. 

We apologize for the confusion here. Please don't hesitate to share further feedback and we'll distribute it accordingly. And let me know if I can help you with anything else. 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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